Passenger Handling Agent

About the role

To provide all necessary and required passenger/customer services as contracted by the customer to include reservations, ticketing, baggage processing, terminal/gate check-in, jet way operation, greeting arriving passengers, handling of VIPs, providing special passenger assistance, handling customer complaints, and other duties as assigned.

Responsibilities

• Inspect and verify passenger documentation
• Issue boarding passes and reschedule passengers affected by flight interruptions or cancellations
• Manage passenger baggage processing including handling and fee calculation if applicable
• Assist passengers through arrival and check-in processes, including support for passengers with special needs such as unaccompanied minors (UM), VIP passengers, and passengers needing wheelchair assistance
• Direct passengers through Customs, Immigration, and Quarantine, as required
• Make public address announcements as required
• Assist Ramp Service Agents to ensure wheelchairs, strollers, and gate-checked bags (cleared through security) are made available for loading upon departure and delivery to passengers upon arrival
• Comply with all federal, state, municipal, airport authority, and carrier security requirements, as well as Swissport SOPs and policies
• Operate equipment including jet ways, computer keyboards, and carrier-specific reservation/ticketing software
• Ensure deployment of the Corporate QHSE Manual
• Produce all required, work-related documentation
• Follow training and rules, apply correct procedures, and use personal protective equipment as instructed
• Share personal Health & Safety and Environment knowledge with others; report any incident, near miss, unsafe act, or condition
• Perform duties conscientiously without putting themselves, others, or the environment at risk
• Comply with the responsibilities detailed in the station's QHSE Management System Manual and related manuals, ensuring compliance with ISO 9001, ISO 14001, ISO 45001, and ISAGO standards
• Other duties as assigned

Requirements

• High School diploma or GED equivalent
• Passionate about customer service with relevant work experience
• Excellent communication skills (written and verbal) in the country-specific language; additional languages desirable
• Commitment to continuous improvement
• Self-motivated and able to work independently
• Attentive to detail and numerate
• Ability to follow processes and procedures and apply a flexible approach when required
• Must be able to type and learn airline-specific computer reservation/ticketing software
• Willingness to work in inclement weather
• Flexible to work on various shifts (days, evenings, nights, weekends, and holidays)

Benefits

• Excellent workplace environment
• Excellent growth opportunities